Service Delivery Specialist

2 weeks ago

Petaling Jaya, Selangor, Malaysia WISE AI Full time 30,000 - 60,000 per year

Wise AI is seeking a dedicated Service Delivery Specialist to join our team. Responsible for ensuring that services are seamlessly delivered to clients, the Service Delivery Specialist provides continuity in service and acts as an advocate for the client. In this role, you'll manage project deliverables with agile methodologies, maintain clear communication between business, technical teams, and customers, and deliver services according to SLAs. Collaborating with partners, resellers, and customers, you'll present complex issues to the business team and focus on innovative solutions while maintaining client success and building strong relationships. 

Duties and Responsibilities:

  • Manage project deliverable using agile methodologies with timely project update to relevant stakeholders
  • Ensure customer and team satisfaction throughout the entire project
  • Ensure effective, professional, and clear communication between Business, Technical and Customers
  • Be equally responsible for client satisfaction by ensuring that services are delivered according to agreed Service Level Agreements (SLA's) and other contractual obligations that are deemed necessary and are previously agreed
  • Work directly with our partners, resellers, and customers
  • Present complex problems to the Business team, who will be responsible for dealing with customers
  • Strive to find better solutions to problems while keeping your focus on the client's success
  • Find better solutions to problems while keeping your focus on the client's success
  • Build strong internal and external relationships

Qualification

  • 3-4 years of desktop support experience preferred.
  • The ability to troubleshoot and problem solve using a variety of support resources is a must.
  • Ability to multi-task, with experience handling a large portfolio of customer accounts.
  • Exceptional communication, prioritization, and organizational skills, and a strong commitment to detail.
  • Excellent communication skills to effectively convey information to technical and non-technical team members.
  • Strong experience with ITSM tools, customer service, project management, and quality control skills.
  • Analytical ability to interpret service performance and customer satisfaction data, prioritize issues, and develop improvement plans.
  • Competent in documenting and managing processes and procedures.

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